"To effectively

Telephone Skills Course

communicate, we
Duration: One day must realise that we
are all different in the
Delegate No: Min 3, Max 12 way we perceive the
world and use this
Times: 09:30 - 16:30
understanding as a
guide to our
communication with
others."
Target Audience
Tony Robbins
• This one-day telephone skills training course is ideal for receptionist or
customer support staff who are responsible for answering the
telephone and making calls on behalf of their organisation, thereby
acting as the first point of contact for their customers and suppliers.

Course Aim
• This training course will provide participants with the telephone
techniques and skills to confidently answer telephone calls;
constructively respond to customer telephone enquiries and handle
customer objections or complaints.

Course Objectives
Key objectives of the telephone training course are to:

• Answer and make telephone calls in a professional manner

• Learn techniques to efficiently respond to a customer call
• Build rapport with the customer and satisfy their needs quickly
• Handle a customer’s concern or complaint, with empathy and
understanding

Tel: 01635 890450

info@ksl-training.co.uk
© Copyright KSL Consulting Ltd 2018. All rights reserved. www.ksl-training.co.uk
 "Really enjoyed this
training session and
Course Outline - Morning Session will take some
great/effective ideas
09:30 Welcome and introduction back and use when
- Course objectives and outline for the day
- Domestic arrangements and style of programme
taking future calls."
- Facilitator presentation, participant personal Michelle Hicks,
introductions Customer Service,

GN Resound
09:50 The importance of professional telephone skills
- Importance and benefits of professional telephone
skills to the business
- 'Who Wants to be a Millionaire' style quiz and
"Excellent training.
facilitated group discussion Good materials and
explained in a clear
10:10 Challenges of telephone communication and precise way."
- Importance of non verbal communication
- Creating first impressions T. Ashton,
- Back-to-back exercise and facilitated group review Technical Support,

Triax UK
10:30 Telephone etiquette
- Telephone guidelines, standards of service when
handling a call
- The verbal handshake
- Trainer demonstration, group discussion and back
to back practice sessions

11:00 Coffee

11:15 Telephone etiquette continued

- Putting callers on hold, transferring callers, closing
call
- Revolving flipchart exercise

11:45 Acquiring Information/establishing customer needs

- Effective listening
- Questioning techniques
- Building rapport and gathering information
- Recording information
- Small group practical exercises, presentation and
group discussion

12:30 Lunch Tel: 01635 890450

info@ksl-training.co.uk
© Copyright KSL Consulting Ltd 2018. All rights reserved. www.ksl-training.co.uk
 "Excellent. Very
Course Outline - Afternoon Session relaxed, which made
it an enjoyable way of
13:15 Responding to customer requests learning."
- Using positive language and taking ownership of Dawn Cowley,
call Live In Care Assistant,
- Small group practical exercises, presentation and
group discussion Access Care

13:45 Appreciating different communication styles

- Main characteristics of communication styles "Sarah's energy and
- Recognising your own communication preferences approach opened up
- Adjusting to other communication styles the delegates and we
- Presentation, individual questionnaire and group
review, group exercise had a very engaging
and useful session."
15:00 Tea Peter Carroll,
Director of Medicines Information,
15:15 Handling difficult calls Datapharm
- Responding to customers' most frequent concerns
and objections
- Handling emotional responses
- Responding to and escalating a customer
complaint
Afternoon Course Outline
- Facilitated small group exercises, practise sessions
and review

16:15 Reviewing the learning and next steps

- Review of learning and action planning
- Course feedback

16:30 Close

Tel: 01635 890450

info@ksl-training.co.uk
© Copyright KSL Consulting Ltd 2018. All rights reserved. www.ksl-training.co.uk